Gladly's new AI and automation platform, Sidekick, revolutionizes customer service by enabling personalized automated service.
The platform was developed after acquiring Thankful. This acquisition has allowed Gladly to bring AI and automation to the forefront of customer service. Unlike AI solutions that lack deep customer focus, Sidekick aims to engage and care for customers instead of evading them.
Gladly believes that to build customer loyalty, customer service must be supported by both people and AI. Sidekick uses generative AI and no-code automation to provide automated, personalized customer service through automated service threads.
It goes beyond answering common customer service questions and can perform transactions such as managing returns or processing changes. Sidekick seeks to solve customer issues rather than just respond to them, ensuring a seamless and positive experience. Practical examples of Sidekick's application include Crate & Barrel for streamlining routine requests like returns or exchanges and assigning customers to specific service agents based on real-time context.
With its investments in generative AI and the acquisition of Thankful, Sidekick embodies its commitment to this mission.
